Job Description
The role holder is responsible for processing payments effectively and efficiently within alternate channels and ensures the required Operations contracts, guidelines, policies, and procedures are adhered to. He/she ensures adherence of data integrity and compliance while carrying out the day-to-day duties
KEY PERFORMANCE INDICATORS (KPIs)
BAU delivery within set policies, procedures, processes, operating instructions, and standards
Customer Service Improvement-Enhanced TAT, accuracy in processing and continuous improvement
Financial Performance improvement, cost reduction and efficiency
Operational Risk Controls- adherence and minimization
KEY RESPONSIBILITIES
Undertake accurate alternate channels transaction processing within set policies, procedures, guidelines and operating instructions and within the agreed service level agreements.
Ensure to collate all alternate channels transactions and related documentation related to the transactions processed between the Bank and the customers involved.
Carry out processing of alternate channels exception transactions and ensure it is done as per approved Service standards of Operations and escalate where required.
Monitor and respond to all queries relating to alternate channels received, carry out investigations, and close within set controls and service level agreements.
Management of claims investigations and perform all related activities to facilitate and keep an up-to-date claims register.
Compliance to operational risk management framework within the team and facilitate periodic self-assessment on key controls to assess the proper functioning and adequacy of existing controls and highlighting issues discovered.
Ensure timely submission of daily productivity, balancing of books of all accounts and reconciliations.
Provide adequate support to stake holders on requests raised that are within alternate unit within service level agreements.
Any other duties that may be assigned by the Line Manager from time to time.
RELATIONSHIPS
Internal
Bank Business Divisions
Bank support Divisions
MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)
Education
A University Degree in Finance/ Accounting/Commerce or related field from a recognized University.
Knowledge & Experience
Two years working experience in Bank operations
Analytical and problem-solving skills
Planning and organization skills
Interpersonal, communication and negotiation skills
Excellent writing and presentation skills
Knowledge of the bank’s products, services and policies
Excellent Customer Experience skills
ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)
Analytical thinking
Decisiveness & Judgement
Personal Organization
Meeting customer needs
Managing relationships
Self-development
Adaptability
Working with others
Banking Certifications
Skills
Analytical Thinking, Communication, Continual Improvement Process, Excellent organizational, planning and prioritizing skills, People Management, Problem Solving
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